To achieve this qualification, you will recognise good practice in customer service and be able to demonstrate how they deal with both routine and more difficult customers. You will be confident about using customer service language, understand the processes designed to make customer service more effective and show how you support others within your team or organisation.
- Delivering Customer Service: is all about preparing to deal with customers, providing customer service and supporting improvements to customer service delivery. You will show, through real examples of work, how you prepare resources to be able to deal with customers, provide levels of customer service that meet customer’s needs and also identify developments where customer service could be improved.
- Understand Customers: you will demonstrate your knowledge of different types of customers and the value of your customers and their loyalty.
- Principles of Customer Service: aims to develop knowledge and understanding regarding the key principles of customer service and how to deliver it effectively. You will be encouraged to develop an awareness of how legal and ethical requirements relate to customer service and demonstrate understanding of the management of customer service information.
- Understand Employer Organisations: you will develop an understanding of organisational structures and the organisational environment.
- Manage Personal Performance and Development: you will show how you manage your performance, time and workload. Also identifying your own development needs and fulfilling a personal development plan.
This qualification is suitable for learners aged 16 and above. This qualification is designed for those working in a customer service-related role, or those who would like to develop knowledge of this area prior to commencing employment. This qualification is part of an apprenticeship
- valid passport (any nationality);
- signed UK photo card driving license;
- valid warrant card issued by HM Forces, Police;
- Other photographic ID card, e.g. valid warrant card issued by HM Forces, Police and employee ID card, student ID card, travel card. In the event that a learner is unable to produce any of the forms of photographic identification listed above, a Centre may accept another form of identity containing a signature, for example a credit card or a third-party representative, such as a Line Manager, Human Resources Manager or invigilator, will be accepted.